Desktop Support Specialist - Client Services - Regular Full Time
Sunnybrook
Toronto, ON, CA
il y a 1j

Summary of Duties

  • Provide technical & user support (Level 1&2), IS / IT Support 24 hr Call Centre environment
  • Provide rapid response via phone, electronically, remote session and / or in person
  • Troubleshoot time sensitive calls, resolve technical hardware and software issues
  • Software and hardware installations / repairs
  • Research questions using available information resources
  • Follow escalation protocols / procedures to appropriate tiers
  • Identify and mitigate risks
  • Log Support calls using Call Centre tracking system, monitor, assign, escalate and close / resolve.
  • Prepare / generate activity and management status reports, maintain documentation
  • Stay current with system information, changes and updates
  • Cabling / connectivity and LAN support
  • Paging / Mobile Phone / Audio Visual and Telecom support
  • Network / system monitoring (NOC) triage, escalate, updates accordingly;
  • Wireless support (connectivity, set up, troubleshooting)
  • Performs production system tasks and manages offsite backup rotation inventory
  • Actively participate as a member of Client Services support team
  • Perform light lifting up to 25 pounds, as required.
  • Perform other duties, as required
  • Please note : The above duties are representative but are not to be construed as all-inclusive.

    Qualifications / Skills

  • 5 years customer support experience in a healthcare teleconferencing or videoconferencing environment.
  • Utliziation of ITSM Ticketing System and familiarity with ITIL concepts
  • 3-5 years’ experience supporting Apple products such as MAC, iPads, and iPhones
  • College / University or industry professional designation in related technical field
  • Demonstrated mastery of the technologies behind PCs, IP networking, videoconferencing
  • Able to work independently and efficiently to meet deadlines
  • Self-motivated, detail-oriented, organized
  • Excellent people skills, excellent customer service skills and time management
  • Comfortable in a patient care setting
  • Excellent knowledge of Windows-based technical support environment
  • Good understanding of TCP / IP network architecture
  • Excellent knowledge of Microsoft Office 2013
  • Excellent knowledge of iOS
  • CompTIA A+ and CompTIA Network + certifications
  • Apple certified ore related experience with Apple and Android products
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